Refund policy

Toe-Paz Return & Exchange Policy

Last updated: March 29, 2026

At Toe-Paz, we want every step you take to be a confident one. If your new pair isn't the perfect fit or style, we’re here to make it right. Please review our updated policy below to ensure a smooth return or exchange process.

1. The 14-Day Window

You have 14 days from the date of delivery or in-store purchase to request a return or exchange. To be eligible, your items must be:

  • Pristine: Unworn, unused, and showing no signs of "road testing."

  • Complete: In the original shoe box with all tags attached.

  • Verified: Accompanied by your original receipt or digital order confirmation.

2. Items That Are Final Sale

To keep our collection fresh and fair for everyone, we cannot accept returns on:

  • Sale Items: All discounted or promotional purchases are final (unless a manufacturing fault is found).

  • Accessories: Gift cards, vouchers, or foot-care products.

  • Worn Goods: Shoes showing any scuffs, creases, or alterations.

3. Easy Exchanges

Love the shoe but need a different size? We offer one-to-one exchanges based on our current stock.

Note: If your preferred size or style is sold out, we will happily issue a Store Credit or a full refund.

4. Refund Process

Once your return arrives at our Kandy hub and passes inspection:

  • Original Payment: Refunds are processed back to your card or original payment method within 7–14 working days.

  • COD Orders: For Cash on Delivery, we provide the refund via Bank Transfer or Store Credit.

5. Quality Guarantee (Defective Items)

If we missed a stitch or sent the wrong pair, let us know within 7 days of delivery. We will fast-track a replacement or a full refund, including all shipping costs.

6. How to Send it Back

  • In-Store (Free): Drop by our shop at Toe-Paz Shoe Shop, Kandy, Sri Lanka for an instant inspection and exchange.

  • By Courier: Customers are responsible for return shipping fees for change-of-mind returns. Please ensure the box is wrapped in a protective layer (don't stick tape directly onto the shoebox!).